Service Centre Consultant Remote Type: Hybrid
Location: Johannesburg
Time Type: Full time
Posted On: Yesterday
Time Left to Apply: End Date: October 18, 2024 (1 day left to apply)
Job Requisition ID: R-15968503
Empowering Africa's tomorrow, together…one story at a time. With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.
Job Summary Enhances customer's experience through the provision of excellent service, efficient and professional handling of support queries and requests with the aim of retaining existing customers.
Job Description Accountability: Operations Management
• Adhere to standard operating procedures (SOPs) within the area of accountability.
• Answer inbound calls and respond to written queries timeously.
• Identify and prioritize customer experience breakdown points based on customers' expectations, breakdown severity, and business impact, using customer measurement feedback (NPS scores).
• Perform detailed analytics to identify root cause pain points impacting customer experience delivery and take necessary actions to address these.
• Identify and recommend new innovative ways of achieving positive feedback on quality product knowledge experience.
• Participate in cross-functional working groups to identify customer experience improvement solutions for impacted business areas.
• Record and report on transactional activities on workflow to provide timely and accurate information.
• Meet daily operational workload requirements as per agreed targets.
• Manage the implementation of new processes and systems to optimize the customer experience.
• Test improvements with customers to drive digital adoption for self-service.
• Plan, organize, and complete tasks and activities in alignment with performance objectives.
• Understand, interpret, and provide management with customer insights to improve the customer experience.
• Continuously ensure an up-to-date understanding of the customer environment, processes, procedures, technology platforms, products, compliance, and risk.
Accountability: Maintain Client Experience • Deliver a seamless customer service experience through unique and accurate customer insights to retain customers.
• Place the customer at the center of the business, services, and solutions to deliver outstanding service.
• Analyze and actively communicate client-centric trends to improve customer experience.
• Clarify requirements and delivery outcome expectations to exceed customer expectations.
Accountability: Finance • Adhere to specified policies, standards, and procedures to prevent and avoid loss events.
• Eliminate time and effort spent on distracting activities and other unproductive behavior to adhere to schedule and make productive use of time allocated to execute tasks.
Accountability: Learning and Growth • Participate in personal development, coaching, and performance management processes.
• Continuously assess performance, seek timely feedback, and request.
• Foster a mindset of continuous growth and learning by acquiring different skills available in the department and excelling in them to provide world-class customer service.
• Exhibit the image of wanting to display Absa values and commitment to the team in reaching service delivery objectives and enhancing customer service capability.
Accountability: Compliance • Understand and mitigate risks and risk events relevant to the role to ensure compliance.
• Conduct all activities and duties in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework, and internal Policies and Policy Standards.
Education Higher Certificate (Required)
Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achieving equitable demographic representation of our workforce profile and add to the diversity of the Bank. Absa Bank Limited reserves the right not to make an appointment to the post as advertised.
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